The Bethlen Home Messenger, 1996 (1-3. szám)
1996-06-01 / 2. szám
(^unitig ^SSUranCß Diane M. Walton, Executive Director's Secretary/Quality Assurance Co-ordinator Bethlen Home has a Quality Assurance Plan as mandated by state and federal regulations. As a part of this plan and in the interest of improvement in the quality of care, a survey was recently sent out to family members and guardians of our Residents. Some surveys were included in the monthly statements mailed on the first of April, and the remainder were sent with the quarterly resident account reports. An independent survey was made of our residents also. Many of you were kind enough to take the time to fill out these surveys. They were very informative, letting us know our strengths and our weaknesses. The overall result of the surveys was highly complimentary to our Home. There were, however, some areas of concern. These will be addressed in future Quality Assurance Committee Meetings, to be held each month. On a quarterly basis, the Quality Assurance Program Committee will meet to review the actions taken in the previous quarter. We felt the following questions in the survey needed to be addressed immediately: #7. Do you know how to register a complaint at the facility? You may register a complaint with department heads, and/or the social worker. In order for you to be sure action is taken to resolve the problem, it is advisable to check with the specific department head where the problem has occurred. If no result is forthcoming, the problem should then be taken to the Administrator's office. #8. If you have had a complaint, do you feel it was taken seriously and resolved promptly? • Nursing care complaints can be taken to the Charge/Floor nurse, who will, in turn, make sure the Director of Nursing knows of the problem. • Dietary concerns can be taken to the Dietician or the Dietary Supervisor. • Financial concerns should begin at the business office. • Clothing and personal item concerns should be directed to the Household/Laundry Supervisor. • Our Social Worker can address your complaints too. • We are also in the process of implementing a method to file a written complaint. #9. Do you know how to contact an Ombudsman? Comment: What is an Ombudsman? An Ombudsman is a resource person and problem solver, one who is concerned with protecting the rights of older Pennsylvanians in Long Term Care facilities. This person can be contacted by calling the Westmoreland County Area Agency on Aging, Greensburg. The office numbers are 800-442-800 or 830-4444. They will direct you to the proper person to speak with regarding your particular request and/ or problem. There were other concerns regarding food issues from the surveys brought before the Quality Assurance Committee Meeting on April 26, 1996. A follow-up survey to address these concerns will be presented by the Dietary Department. At the next monthly meeting recommendations for future action will be discussed. A locked box will be located near the First Floor Nurses' Station of the Bethlen Home, above the Gift Shop display case. Forms will be provided for any concerns or suggestions that you may have that would help us improve our service to you. This box can be used by Residents, family members, visitors or employees of the home. The forms may be signed or left anonymously. They will be reviewed by the Quality Assurance Co-ordinator, and given to the department of concern and appropriate action taken. If needed, it will be taken to the Quality Assurance Committee. We value your opinions! pUart to Pmvt ¥ ¥ ¥ HEARTFELT "THANKS" The Activity Staff would like to take this opportunity to "Thank" the following groups for their kindness and extra efforts they made to help make our Resident's Easter Holiday special. Salvation Army of Ligonier for their Easter Baskets of treats. West Bolivar First Church of Christ for their beautiful Easter Program. "Heartfelt Thanks" to the families of former Residents Mary Peffer and John Mitchell for their memorial donations to the Activity Department. Many "Thanks" to all the volunteers for their hard work in preparing for the Spring Fundraiser and for assisting in all of our special event programs.
